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Explanation of Analytics

This helps define the metrics found in home > analytics > support

Updated over a month ago

This guide explains the key support metrics we track, their meanings, and the calculation methods used.


Time period is selected in the top right for future reference:
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Customer Satisfaction (CSAT)

Definition: How satisfied your customer is with the service (scale 1–5).

  • Counted if the CSAT event occurs during the selected time period.

  • If the CSAT is submitted outside the specified period, the ticket will not be included.

First Response Time

Definition: How long a customer waits before receiving the first meaningful agent reply.

  • Includes: first agent response during the selected period.

  • Excludes:

    • Auto-replies or rule-generated messages

    • Direct replies outside the helpdesk (e.g., from Gmail)

    • Tickets started by an agent

  • Outside business hours are included.

Resolution Time

Definition: Time from the first customer message to when the ticket is finally closed.

  • Includes all reopen/close cycles (measured until last closure).

  • Outside business hours are included.

  • Only tickets closed during the selected period are counted.

Messages per Ticket

Definition: Average number of messages exchanged (customer + agent) per closed ticket.

  • Formula:
    ​Total messages exchanged ÷ Number of closed tickets

  • Only includes closed tickets.

Tickets Created

Definition: Number of new tickets during the period.

  • Some channels (like social media) may have earlier timestamps than the first customer interaction.

  • If filtered by agent: shows the number of tickets created by that agent.

Closed Tickets

Definition: Number of tickets resolved by the end of the period.

  • Excludes tickets that were closed but then reopened before period end.

  • Snoozed tickets count as closed until reopened.

Open Tickets

Definition: Tickets not closed by the end of the period.

  • Includes reopened tickets.

  • Matches the number of tickets shown in an "All Open Tickets" view at that time.

  • Trashed tickets are not included.

Tickets Replied

Definition: Tickets where the customer received a response from an agent.

  • Excludes internal notes.

Messages Sent

Definition: Number of replies sent by human agents.

  • Excludes internal notes.

One-Touch Ticket

Definition: Percentage of tickets closed with exactly one agent reply. Can be filtered by agent or team.

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